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What this article shares to you is about the four reasons why small and medium-sized enterprises should invest in the construction of ITSM. The editor thinks it is very practical, so I share it with you to learn. I hope you can get something after reading this article.

IT service management (ITSM) is not just an opportunity for "large companies"-because demand and revenue depend not only on the relative size of the organization's IT assets, the number of employees, and / or budget capacity. Small and medium-sized enterprises (SMB) should also see ITSM as a way to obtain higher quality IT services and support, improve efficiency and effectiveness, reduce costs, and improve the employee / customer experience. In addition, better business results are ultimately achieved by providing better IT.

While economies of scale may mean that large organizations have greater potential for financial savings, the limited resources (money and people) of small and medium-sized enterprises mean that ITSM may actually have a greater impact. As ITSM enables small and medium-sized enterprises to "get twice the result with half the effort".

Debate on why small and medium-sized enterprises do not need ITSM

We have already mentioned this at the beginning, but it is worth studying carefully. For example, small and medium-sized enterprises may think:

"our investment in IT is not enough to make ITSM worthwhile."

"We don't have enough people to execute ITSM."

"the cost of ITSM will outweigh its savings."

"We don't need 26 processes and 4 features of ITIL."

I can continue, because it is easy to give a lot of reasons or excuses for why SMEs do not need ITSM. However, many of these reasons are short-sighted, ignoring the fact that ITSM investment may be as big as you need. And, as with any reasonable investment, the return will exceed the cost when the scope is correctly defined, planned and executed.

Four reasons why small and medium-sized enterprises need ITSM

1. Modern companies are completely dependent on IT

Most, if not all, companies now only need IT to operate, let alone gain a competitive advantage. However, many people do need IT to stand out and win and retain business, and IT is an integral part of the business puzzle. It doesn't matter whether it's big or small-from large enterprises to small and medium-sized enterprises. IT organizations / capabilities, whether tens of thousands of employees or only one person and their talent, play an important role in keeping the business running-from employee productivity to customer-oriented IT systems. Investing in ITSM best practices helps ensure that IT services are best designed, delivered, managed, and modified-providing the best quality IT services at an acceptable or even the best price.

2. IT support needs to always play its role.

Without ITSM best practices, SMB IT functionality is at great risk or may not be able to prioritize the workload correctly, meaning that the easiest thing to do first is to keep the workload low. In both cases, IT, especially IT support, is unable to take advantage of the talents of the participants. ITSM best practices help small and medium-sized businesses best build the way they work so that the most important requirements / issues are addressed from beginning to end. In addition, if you use the appropriate ITSM tools, you can not only provide support through priority matrix, workflow and automation, and knowledge management, but also introduce self-service features that allow end users to help them solve simpler problems and information requests. As a result, IT employees can make time to focus on more complex and perhaps even more important things.

3. The harm of change may outweigh its help.

ITSM is not just about the help desk. Although some other ITSM best practices do relate to or affect IT support-change management is a good example. Why? Changes that fail or are poorly executed may place an additional burden on IT support staff through high-level events associated with the change. When there are no colleagues to create more IT problems to solve, doing IT support work is very difficult!

4. People are under stress and may not perform well

Without ITSM best practices, or more specifically, without suitable ITSM tools, it can be difficult to determine individual and team performance if ITSM best practices are enabled. For example, people may seem busy looking for things around, but are they really making the most of their time and performing well? It is difficult to evaluate performance when "managing" questions and requests in e-mail inboxes, spreadsheets, and people's minds. It is impossible to know how long the solution will take, whether IT support is productive enough, or, perhaps more importantly, whether the delivery of the solution meets service level goals and end-user expectations. ITSM best practices and tools can be of great help here

These are the four reasons why small and medium-sized enterprises should invest in the construction of ITSM. The editor believes that there are some knowledge points that we may see or use in our daily work. I hope you can learn more from this article. For more details, please follow the industry information channel.

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